Application Support Analyst (Microsoft Dynamics CRM)

JOB TITLE: MS CRM Support Analyst

Type: Permanent

Job Purpose:

We are looking for an experienced Microsoft Dynamics CRM Support Analyst with a proven track record in delivering 1st line support. Your primary focus will be to work as part of a technical team. This position is responsible for providing specialist support on our Dynamics 365 based systems. You will be the first point of escalation, and your key responsibility of this role is to take control of client requests, queries and problems and carry them through to resolution.
The position requires solid technical aptitude, with experience of Microsoft Dynamics products both verbal and written response as cases 70% of cases come via e-coms.
This is a full-time role working from home. You will need to be a good team player with excellent communication skills with the ability to manage your own workload and work well on your own initiative.
This is an exciting position that seeks positive people with a "can-do" attitude. You will be exposed to the latest technologies and will be a key part of the business and wider technology team.

Primary Tasks-

* Provide helpdesk services to both our clients and the CRM team
* Manage and progress client support calls
* Document clearly problem description, each activity and solution in the helpdesk for
each case
* Perform in-depth analysis of customer issues to determine causes and solutions
* Communicate the status of issues to clients and to the CRM team management
* Identify high priority customer issues and escalate to management
* Act as a point of contact for client training needs whilst identifying new business opportunities for the relationship team.
* Support consultants and development teams as a tester for new implementations
* Continually keep informed of the latest technologies via research and self-motivated training.

Knowledge and Experience

To include but not limited to:

* Business Applications - Dynamics 365 (Sales, Customer Engagement, Operations, Talent)

* Productivity Suite - Office 365, Teams, SharePoint, OneNote, Excel

* Power Platform - Power BI, Flow, PowerApps, Common Data Service

Key-Systems supported -

MS Dynamics 365 CRM

* PowerApps * MS Sharepoint * MS Flow * MS Office 365 (Sharepoint, Teams, Word, Excel, OneDrive etc.)

* MS Power BI

GCS is acting as an Employment Business in relation to this vacancy.